3CX clients are experiencing issues where calls to voicemail are getting stuck.

[PhilixDetroe]

Since the 20.0.1.731 update, we have encountered issues with calls to voicemail getting stuck.

From the call log, we can see that Tom made a call to Ben, who was unavailable. Tom chose not to leave a voicemail and hung up.

21/06/2024 10:28:33 Tom (224) Ben (228) Unanswered 00:00:21 00:00:00 0.00 No answer, forwarded to VMail (228)

Tom then created a ticket explaining that his phone no longer accepts incoming calls, although he can still make outgoing calls. In the panel, we observed that Tom was connected to Ben's voicemail for almost three hours. By right-clicking the call and disconnecting it, we were able to fix Tom's phone.

21/06/2024 10:28:54 Tom (224) VMail (228) Answered 00:00:00 02:51:52 0.00 Terminated by Tom (224)

The issue appears to be how the call gets stuck. Even disconnecting Tom's phone from power did not terminate the call, indicating that the call state only exists on the 3CX server.

Initially, I thought this was an isolated incident. However, after reviewing past tickets, I discovered two more instances of the same issue.

17/06/2024 09:17:50 Sam (239) Alan (243) Unanswered 00:00:00 00:00:00 0.00 Forwarded to VMail (243)

17/06/2024 09:17:50 Sam (239) VMail (243) Answered 00:00:00 01:48:21 0.00 Terminated by Sam (239)

I can assure you that no one here is leaving hour-long voicemails.

I have never encountered this issue before. Am I alone in this, or is it a known problem?

 

[Charles_3CX]

Which phones are you using, make and model? Additionally, how are they provisioned? Are they provisioned remotely as router phones via a 3cx SBC or locally on the same LAN as the 3cx system?

Also, what is their firmware level?

 

[PhilixDetroe]

Our staff are utilizing Yealink T54W phones with firmware version 96.86.0.77. Each phone is configured to "Connect Directly" as there is one phone per staff member, all of whom are working from home.

My primary questions are as follows:

Voicemail Duration: We previously had a maximum time limit set for voicemails. It appears that this limit is either no longer in effect or not triggering correctly. Could you please clarify whether this feature has been removed or if there might be an issue with its functionality?

https://www.3cx.com/blog/docs/maximum-duration-voicemail/

While the "MINVOICEMAILDURATION" setting exists, it seems that the "MAXVOICEMAILDURATION" setting has been lost?

Call State Persistence: We have noticed that when a call stuck, and the phone is fully disconnected (and the staff member also reboots their modem/router), the call state remains active for what seems to be an indefinite period. Could you provide any insights into why this might be happening and suggest any potential solutions?